Service Desk Analyst II

POSITION SUMMARY:

The Service Desk Analyst II is responsible for supporting customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. In addition, this role will be responsible for technical support to patients, physicians, and hospital staff for related hospital applications through a variety of support channels. Customer Service and communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments.

ESSENTIAL FUNCTIONS:

To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

• Take phone calls as directed/needed for client SLA's

• Interact with customers to provide and process information in response to inquiries, concerns, and requests

• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

• Deliver service and support to end-users, including via remote connection or over the Internet

• Research required information using available resources

• Follow standard processes and procedures

• Accurately process and record call transactions using a computer and designated tracking software

• Organize ideas and communicate oral messages appropriate to listeners and situations

• Follow up and make scheduled call backs to customers where necessary

• Stay current with system information, changes and updates

• Identifies troubleshooting techniques/steps; Document all case information and updates as information becomes available via Healthy IT ticketing system

• Follows proper escalation procedures as defined by management

• Ensure customers receive prompt, accurate and courteous service

• Other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education:

• High School Diploma, GED, or equivalent required; completion of two-year community college/vocational/technical school in a relevant field preferred

Experience:

• Customer service support experience in a call center environment via multiple channels (phone/chat/email) or technical support and/or troubleshooting experience

Certifications & Licenses:

• Current valid State Drivers’ License

Skills and Abilities:

• Proper phone etiquette and effective listening skills

• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar

• Knowledge of customer service principles and practices

• Medical/clinical terminology is preferred, but not required

• Must be able to sit for long periods of time

• Position requires use of headset/microphone

• Experience supporting software computer applications and equipment from a helpdesk environment

• Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

• Experience with mobile device support (iPhone, Android, Windows Mobile)

• Must be a team player and build good working relationships across all functions

• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

• Need to be flexible, adaptable, and possess creative problem-solving skills